February 21, 2013, 4:01 PM — Google has launched fee-based support services for customers of its cloud platform and infrastructure products, like App Engine, Compute Engine, Cloud Storage and Big Query.
Google, often criticized over the years for having weak technical support both for consumers and enterprise customers, rolled out a four-tier support program specifically for customers of its Cloud Platform services.
"Support is as important as product features when choosing a platform for your applications. And let's face it, sometimes we all need a bit of help," wrote Brett McCully, from the Google Cloud Platform Team, in a blog post on Thursday.
The Bronze tier, which is free, includes access to online documentation, community forums and billing help. Building on those services, the Silver tier, which costs US$150 per month per account, adds the ability for customers to ask the Cloud Platform support team questions via email related to product functionality, best practices and service errors.
The Gold tier, which starts at $400 per month, adds around-the-clock phone support and consultation on application development, best practices or architecture issues. The top Platinum tier gives customers direct access to a technical account management team. To obtain pricing for the Platinum tier customers need to contact Google.
Google's Cloud Platform services compete against offerings from Amazon's AWS division, Microsoft, IBM and others.
Juan Carlos Perez covers enterprise communication/collaboration suites, operating systems, browsers and general technology breaking news for The IDG News Service. Follow Juan on Twitter at @JuanCPerezIDG.